FAQs
📦 Shipping & Order Care
At Motema, we handle every order with precision, care, and transparency.
From preparation to delivery, our goal is to ensure a smooth, thoughtful experience from start to finish.
🕒 Processing Time
Every order is lovingly packed and prepared within 3–5 business days before shipping.
Once your order ships, you’ll receive an email confirmation with full tracking details so you can follow your journey every step of the way.
🚚 Estimated Delivery Windows
United States
• Shipped via USPS or FedEx
• Estimated delivery: 15–20 business days
International Orders
• Average delivery: 15–30 business days, depending on your country and fulfillment center
Please note: Delivery times may vary due to customs clearance, local holidays, or seasonal logistics.
⏳ Possible Delays
We work closely with our carriers to maintain reliability, but rare circumstances may impact delivery, including:
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Customs inspections or import delays
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Extreme weather conditions
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National holidays or high seasonal demand
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Global supply chain disruptions
Your patience and understanding during such times mean the world to us.
🔍 Tracking Your Package
Every Motema shipment includes real-time tracking.
Once dispatched, you’ll receive your tracking number via email.
You can also visit our Track Your Order page anytime to check the latest updates.
❌ Cancellations & Address Updates
Need to cancel or update your order?
You can do so within 24 hours of placing it — free of charge.
📧 Email us at motema@gmail.com
with the subject line “Cancel My Order” or “Address Update.”
Once an order has shipped, we can no longer make changes.
🚚 Delivery Attempts
Our couriers will make up to two delivery attempts.
If a delivery fails, the package may be returned to us — so please keep an eye on your tracking link to ensure successful receipt.
📸 Damaged or Defective Items
If your order arrives damaged or defective, we’ll resolve it quickly and at no cost to you.
Please email us with:
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Your order number
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A clear photo of the damaged item
After verification, a replacement will be shipped immediately.
💬 We’re Here to Help
Need assistance with anything?
Our support team is available 7 days a week, and we typically respond within 24 hours.
💛 Our Commitment
Every package we send reflects our values — care, integrity, and connection.
Thank you for being part of the Motema community.
Your trust and kindness keep our purpose alive and growing. 🌿